So far our stay has been wonderful. Donna at the front desk helped us out a lot with several problems we ran into on account of hotels.com. The check-in experience was not very smooth and was a little anxiety inducing but that is in part to lack of communication between hotels.com and the hotel. Hotels.com did not provide the hotel with the additional info we had requested at the time of our booking. This was frustrating as this was what the staff at hotels.com advised me to do. Then the hotel did not have our 2nd booking. The hotel only had our cancelled booking (longer story). They were able to reinstate that but then it said we didn't pay, when I had. Eventually the payment details did get sorted, but I was very worried about what had happened to my 2nd booking and payment which was withdrawn from my account weeks prior. Thanks to Donna at the front desk, she was able to work her magic but I fear had it not been someone as experienced as her we would have been more frustrated and having to call hotels.com very late to sort things out.